2nd Line Support Analyst / Engineer

We are currently resourcing for a 2nd Line Support Analyst/Solutions Engineer. It will be engaging with technical and non-technical external and internal customers in a support & engineering capacity, in a professional way.

The Solutions Engineer will take responsibility for the efficient and professional management of incidents, problems, changes, requests for information and engineering relating to the support, upgrade and implementation of our clients and company internal systems. The role is predominantly office based but may require some visits to clients sites.

Main Duties / Responsibilities:

* Answer overflow customer support telephone calls

* Manage support jobs

* Monitor for and manage customer support emails as cover for the first line as required

* Monitor and manage automated system monitoring alerts as cover for the first line as required

* Provide professional, frequent and relevant customer communication in all aspects including acknowledgement of support requests and other client contact, job updates, scheduling information and job resolution

* Provide 2nd line technical support

* Schedule job requests and rescheduling of jobs as required as cover for the first line as required

* Provide IT support to internal users

* Monitor SLA’s to ensure these are managed and achieved

* Maintain up to date and comprehensive information relating to our clients, support requests and jobs

* Maintain accurate and complete information within the time recording system

* Produce, update and otherwise maintain documentation relating to our clients, our internal infrastructure and any other areas relevant to the role

* Administration of internal systems

* Provide great customer service

Knowledge, Experience & Skills Required:

* 3+ years in a customer support, technical or appropriate service orientated role.

* Excellent communication and customer facing skills through all mediums including telephone, email and face to face.

* Remain calm and professional when under pressure.

* Successfully prioritise workload.

* Knowledge of the key industry vendors.

* Strong customer focus.

* A proven analytical and innovative approach to troubleshooting and problem solving.

* A strong team player.

Essential Technical Skills

* Strong experience of Microsoft server and desktop operating systems (i.e. Windows Server 2008 to 2012 R2, Windows 7 to 10) use & administration

* Strong experience of Microsoft Active Directory and Exchange

* Strong experience of server and desktop hardware architectures and systems

* Strong experience of storage architectures and systems in particular NetApp

* Strong experience of server virtualisation technologies in particular VMware

Desirable / Advantageous Technical Skills

* Linux and UNIX operating systems and architectures.

* Apple Mac operating systems and architectures.

* Comliance and security related products i.e. firewalls, intrusion detention, anti-virus

* Desktop virtualisation solutions i.e. VMware View / Horizon, Citrix XenApp / XenDesktop etc.

* Mitel Telephony

* Cisco Networking implementation & design, with appropriate qualifications

* Cisco UCS with appropriate qualifications

* Experience of service desk tools and processes

* ITIL Foundation